- Set the Enterprise Customer Success vision, strategy, and annual plan with the VP, Customer Success.
- Establish value frameworks, measurable customer outcomes, and event ROI measures for success plans, business reviews, and renewals.
- Build consultative practices through discovery, account profiling, stakeholder mapping, executive storytelling, enablement, and coaching.
- Own gross revenue retention and set renewal strategies for complex enterprise accounts in partnership with Account Management.
- Hire, develop, and hold the Enterprise Customer Success team accountable, while supporting succession planning and career development.
- Partner with customer and sales leadership on renewal and expansion strategy, pricing input, account plans, and strategic opportunities.
- Lead executive escalations and coordinate resolutions across Support, Product, and Services.
- Establish health scoring, KPIs, Executive Business Reviews, renewal forecasts, and risk reporting.
- Bring customer insights to product roadmap decisions and support adoption of new platform capabilities.
- Guide technology and partner strategy, AI usage, cross-functional initiatives, Customer Success tooling, budget, and headcount planning.